Application Production Support Engineer - ITIL Module

Job Summary :

We are seeking a skilled and proactive Application Production Support Engineer to join our team. In this role, you will be responsible for ensuring the stability, availability, and performance of critical business applications in a production environment. You will serve as the first line of defense for incident resolution, performance monitoring, and user support, while collaborating closely with development, QA, infrastructure, and business Responsibilities :

• Monitor production systems for performance, availability, and errors using tools like Splunk, AppDynamics, or similar.
• Provide Level 1 and Level 2 support for production applications and troubleshoot incidents in real time.
• Perform root cause analysis (RCA) of recurring issues and contribute to long-term solutions.
• Respond to application and system alerts and escalate complex issues to relevant teams when necessary.
• Collaborate with development and DevOps teams to implement monitoring, alerting, and automation solutions.
• Execute deployments, patches, and configuration changes as per the change management process.
• Maintain documentation related to application support procedures, known issues, and troubleshooting steps.
• Support disaster recovery testing and participate in regular system audits.
• Ensure adherence to SLAs and maintain high availability and reliability of supported applications.
• Participate in on-call rotations and provide support outside of business hours as Qualifications :
• Bachelor's degree in Computer Science, Information Technology, or related field.
• 5 +years of experience in application production support or a similar role.
• Strong troubleshooting and analytical skills.
• Familiarity with Linux / Unix environments, shell scripting, and basic networking.
• Experience with relational databases (e.g., Oracle, SQL Server, MySQL) and writing SQL queries.
• Knowledge of monitoring / logging tools (e.g., Splunk, ELK, Grafana, Nagios).
• Understanding of ITIL principles and incident / change management processes.
• Experience with ticketing systems like ServiceNow, Jira, or Remedy.

(ref : hirist.tech)